Customers on the Essential and Team plans have only a single ticket form. Customers on the Professional plan with the Productivity Pack add-on and customers on the Enterprise plan can create multiple ticket forms.

You manage your ticket forms from the Ticket Forms admin page.

You can also change the instructions that end users see to select a ticket form or you can link directly to a ticket form for end users. For more information, see Presenting ticket forms to end users.

Changing the default ticket form

If you do not create multiple ticket forms, you have one support request form that corresponds to one set of ticket fields that appear in all your tickets. This is your default ticket form. If you do not have any other active ticket forms, the default ticket form includes all of your active ticket fields, and any new, active ticket fields you create automatically appear on your default form.

If you create multiple ticket forms, then one of the forms will be set as the default. You can change the default ticket form at any time. The default form will always be visible to end users to ensure that you have a request form to display to end users in Zendesk Support.

When you have at least two active ticket forms, new, active ticket fields you create are not automatically added to your default form; you have to manually add new ticket fields to your default form when you have multiple active forms.

To change the default ticket form

Click the Admin icon () in the sidebar, and then select Manage > Ticket Forms.

Move the cursor over the ticket form that you want to use as your default ticket form and then click the options menu () on the right side when it appears.

Select Make default.

The new default is set.

The ticket form that was previously set as default remains visible to end users. If you do not want that form to be visible to end users, you can edit the form and deselect the option Form name for end users.

Activating and deactivating ticket forms

Ticket forms are active by default and available to agents. Any active forms that you've set as visible to end users will also be available to end users. You can deactivate a ticket form if you do not want it to be available to agents and end users.

42 Comments

I have a scenario where I have several light agents who will log in to the system to submit tickets. They will see the default ticket form that any full agent sees, but that can be bad for us. I don't want a light agent picking the assignee on a ticket or any other field that I wan't restricted to just my full agents, but I still want them to go into the agent console to submit tickets and fill certain fields.

Is there a way to restrict ticket fields by the requester's agent role?

I'm with Jared and Rich on this. We're rolling 3 global brands into one Zendesk account and my help centre uses forms specific to my region. Because I'm forced to display the default form to the customer we now need to sync 3 separate global operations so we can all use the default.

It also means I need to display a general (default) form to my customers instead of having them select the more specific forms I've created for each issue.

We need an option to hide the default form from end users and another option to create default forms by brand.

About adding a specific TICKET FORM to a specific brand doesn't cut it for us.

We have a team that is handling all of our brands (along side people only handling one brand - so it works for one of our groups), but in order to make it more simple for them we should have the option to set a DEFAULT TICKET FORM to a specific GROUP or ORGANISATION (in the PEOPLE settings). They should only be able to see a "minimized" version of the TICKET FORM administrators are seeing.

If you need help with how this could be structured in your database then please let me know - this shouldn't be the most complex task in the world :)

Valentino & Gabor, what plan(s) are you on? This feature is available for Professional as an add-on and Enterprise. If you're on Essential or Team, that may explain why the button isn't showing up for you.

I am curious if there are any plans under way to modify the Support / Agent interface...specifically the new ticket / ticket form UI. We have a relatively high number of custom fields available to an agent as well as a handful of forms. Having all of that condensed into the left hand sidebar makes it difficult to use and requires agents to scroll up and down to fill in info as a customer provides relevant details. If there was a feature to slide that panel wider into a ticket form that maybe had 3 columns of fields that would be hugely beneficial. To go a step further, if there were a way to manage the general layout of fields in this type of view that would be a huge improvement.

Essentially, I am wondering if ZenDesk has any plans to include a more robust form builder feature for agents within the Support interface. This would greatly assist with ease of data collection and potentially call flow as well. Thanks!

To the best of my knowledge we don't have any plans to this effect, but it's a really interesting idea. I can definitely see where having the option to adjust that sidebar would be helpful.

I did some poking around in our Product Feedback forum but wasn't able to see any other posts like this. If you're willing, it would be really helpful if you could head over there to post your suggestion and share your use case. This will give other users the opportunity to add their own votes and use cases, and it ensure that our Product Managers see your suggestion (even though they aren't always able to response, they definitely see everything!).

This is going to depend on what kind of fields you're using. If you're using drop-downs, you can set them up so they're nested. Otherwise, depending on the plan you're on, you could also use the Conditional Fields app.

Hi there, curious is there's a way to nest form titles in the form drop down into categories (as is described here with macros). I tried titling using the convention "Form Category::Form Name" but that didn't seem to do the trick. Thanks!

Hi Jessie, figured that might be the case. We have a number of teams who have a dynamic set of use-cases for Zendesk, meaning some are intricately involved with a number of different customer-facing tasks, while others focus exclusively on one or two specific workflows.

The idea is to try and clean up the "Ticket Form" drop-down list so those teams who regularly use 4-5 different forms can have those under a single category, similar to how Macros are structured, rather than having to scroll through an entire list of 20+ form searching for their form.

Ticket form can likely be populated either by trigger or macro more and more moving forward, so the manual selection of forms should be limited, but it is still cumbersome should an agent have to manually locate one.

I did a little digging around in Insights and it looks like there is a Ticket Form attribute in Insights. So you can create a report to check the # Ticket (What) and Ticket form (How) to get that information. Because it's an attribute you can filter out specific forms if you don't want them to be on the report, as well.

Apologies if I have missed the article on this, but could you please confirm if it's possible to restrict which ticket forms are visible to specific end-users?

Our business has different levels of support and so we'd like our Basic Plan end-users to only be able to see a couple of ticket forms, whereas our Expert Plan end-users would have access to a wider range of tickets - can you tell me if it is possible to restrict ticket access per user in this way?

Hi Michaela,
You can have different forms for different groups, yes, but when you say - without them seeing each other’s fields... and that might be tricky as I believe the forms are available to the agents even if their selected on the ticket. I wonder if you might consider setting up a test on your sandbox environment and let us know what you find!

I usually sign out, refresh the page and that does it. --- That is, if you're talking about how an end user sees the form prior to signing in. Otherwise, if your plan and permissions allow it, you can assume their identity by going to their profile and using the drop down arrow towards the top right of the screen.

Hello! I need a way to remove the default ticket form. When it defaults to a specific form, our customers are not apt to change it to the correct one. I see in your support form, there is no default form. You just see " - " and then we have to choose what the problem is. How did you remove the default form?